Incorrect item received

When purchasing online you would expect to have piece of mind that the image viewed is what you would receive. However in my case I did not receive an item but a completely different item and when queried it was blamed on the supplier and I was given the option to be reimbursed and no attempt to order the correct item was made just “we will collect the item with no charge to you” was the response I got. I believe this is totally unacceptable as I am using a service that shouldn’t allow for such mistakes. The call Centre promised to get in touch with me and never returned my call. I am astounded at this.